eCommerce Customer Advocate

  • Murdoch's Ranch & Home Supply
  • 2311 North 7th Avenue, Bozeman, MT, USA
  • Nov 05, 2018
Full time Admin-Clerical Customer Service Entry Level Retail

Job Description

This position is responsible for providing customer support activities for eCommerce customers using phone, email and chat including pre-sales, check out, billing, account management, returns, product questions, web site technical guidance and etc.  Provide outstanding ability to act and respond as the customer’s advocate, not only in resolving issues, but also ensuring that they receive exemplary customer service. 

Key Areas of Responsibility:

  • Assists customers by researching, responding and following up in a timely manner
  • Assists customers with any issues in regard to their returns or their orders via emails or by phone
  • Greets customers via telephone to assist customers with website registration, order processing, product information, pricing, shipping information and general eCommerce information
  • Liaises with our store locations for any issues raised by customers with regard to either orders or returns
  • Reviews, accepts and processes manual orders received by phone
  • Works with courier companies over issues raised by customers with regard to either orders or returns
  • Works with the entire eStore team to accomplish store goals and make customers happy
  • Other duties as assigned

Skill Set Requirements:

  • Excellent customer service skills
  • Familiar with standard concepts and practices within the eCommerce retail environment
  • Previous experience with customer service phone, chat and email a plus
  • Proficient in Microsoft Office Suite along with IT experience including trouble shooting skills
  • Proven ability to multi-task within an evolving fast-paced working environment
  • Strong communication (written, oral and interpersonal)

Job Position Statistics:

  • Actions and attitude aligned with Murdoch’s Mission, Values, and Principles
  • Dependable/respect for schedule and co-workers
  • Positive attitude
  • Professional use of telephones, email and chat conversations
  • Team work

Physical Demands: 

  • Sitting for long periods of time
  • Repetitive wrist movements on keyboard
  • Close vision for PC work
  • Bending, carrying, and pushing
  • Heavy lifting (no more than 50 lbs)
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions